Trends Report

Equipped To Thrive: Help Employees Turn Mobile Moments Into Customer Value

February 4th, 2015
David Brodeur-Johnson, Principal Analyst
David Brodeur-Johnson Principal Analyst
Martha Bennett, VP, Principal Analyst
Martha Bennett VP, Principal Analyst
Dan Bieler, Principal Analyst
Dan Bieler Principal Analyst
Eveline Oehrlich, null
Eveline Oehrlich
With contributors:
Andrew Hewitt , Christopher Voce , Mark Lindwall , TJ Keitt

Summary

Enterprise mobility isn't about bring-your-own devices or apps. It's about enabling the people in your workforce to make the most of their mobile moments — to make the most of their interactions with customers and colleagues, and take direct action to get things done wherever they are. If your enterprise mobility strategy is still about deploying devices and apps and writing policies, you're losing a definitive battle in the war to win, serve, and retain customers. This report shows how Forrester's IDEA cycle and workforce technology assessment framework can determine which employees' mobile moments have the most power to improve customer experience and enrich them with precisely the right information and tools to help them get it done.

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